article thumbnail

Frontier Airlines Ends Human-to-Human Customer Service

Innovation Excellence

GUEST POST from Shep Hyken In a bold move to cut costs, Frontier Airlines announced that it would no longer offer human-to-human customer support. As a customer service expert, I was surprised at this move. I have waited to see the fallout, if any, and thought the company might backpedal and reinstate traditional phone support. […]

Company 77
article thumbnail

How could SouthWest Airlines spend A Billion Dollars for IT Modernisation

Rmukesh Gupta

One of the biggest news story this last Christmas season was the cascading effect of flights being cancelled by Southwest Airlines. According to their SEC filing, they had to cancel more than 16700 flights over the holiday period in December, costing them an estimated $725million-$825 million.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Lessons From Airline Industry Downtime

Daniel Burrus

If you were one of the millions of travelers impacted by the technology breakdown of two major airlines a few months ago, you have my sympathies. Are you and your organization rolling the dice with aging #technology or #legacy systems? It was something I had not seen for years, a black screen with a floating Windows XP logo. .

article thumbnail

Internal Branding Strategy – 3 Ways to Be Smarter than United Airlines

BrainZooming

The folks at Armada Corporate Intelligence offered an internal branding strategy take on the United Airlines woes, offering strategic thinking questions you can ask and answer to improve your brand’s resiliency and avoid brand crises. 3 Ways Your Internal Branding Strategy Can Be Smarter than United Airlines.

article thumbnail

The Risks of Sticking with Legacy Technology

Daniel Burrus

Legacy technology is like that old pair of jeans you wore as a teenager. Move that anecdote onto a larger stage and you have a fairly accurate picture of why many organizations hold on to legacy technology—tools that are long outdated: comfort. In a world of exponential change, legacy technology is trouble. Compliance penalties.

article thumbnail

Human-centred innovation in a digital world.

Paul Hobcraft

As we continue to respond to Covid-19, technology has the power to reduce the complexity often faced, speed up and contribute to solutions that help resolve pressing issues. We recognize that equally as important as the technology are the people using the technology. Applying human-centred innovation.

Software 278
article thumbnail

Can AI Help Reframe Business Problems?

Stephen Shapiro

Consider implementing technology solutions: There are a number of technology solutions that can help improve the baggage handling process, such as RFID bag tags and automated sorting systems. Work with airlines and other partners: Collaborate with airlines and other partners to find ways to improve the baggage handling process.

ChatGPT 98